The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.

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Tip of the Week

  • Be sure a call type has enough volume to be forecast accurately. October 7 –

    In many centers, skill-based routing is implemented and  It is all too common to see nearly as many call types as there are agents.  Calls are being sorted down into unique types that match specific customer needs, language, product, customer demographics, or even agent training.
    It is fine to identify different customers and customer …

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